Company Description

Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.

Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful.

Job Description

As a Technical Services Team Lead for our NonProfit market, you will lead the Technical Services Engineers, resolving cases for all products and services. You will be responsible for developing, coaching, and mentoring the Technical Services Engineering team members into technical experts and SQL gurus, enhancing our customers’ experiences, and strengthening our company results. Additionally, you will serve as the chief communication officer for your team, as well as the chief collaborator across teams regarding issues of a technical nature or trends.

As a leader, you will:

• Evaluate and provide real-time feedback on performance
• Train and/or ensure that the team is properly trained for their specific roles
• Schedule work hours and shifts
• Assist in resolving emergencies, such as a quality or customer problem that might be escalated to the team supervisor for handling
• Identify and resolve workplace problems, including tardiness or absenteeism
• Set and help the team understand performance targets and goals
• Assist with the Technical Services hiring process

You will also:

• On-board, train, and mentor front-line Technical Services representatives, transferring expert system and product knowledge. Conduct 1:1s, coach, and provide feedback for direct report team members.
• Complete quality assurance/auditing for cases and Salesforce and JIRA.
• Act as the escalation point for the team's assigned customer group, advocating for customers and serving as their sounding board for significant issues. Drive resolution for high-priority issues across teams.
• Identify trends, risks, and opportunities for growth across products and bring them to the product meeting with dev/QA/manager.
• Collaborate with Strategic Relationship Manager, Launch and Education, and Product Strategy regarding customer business needs, trends, and feedback
• Monitor SWE results of each Product that you are assigned to

Qualifications

• One (1) to two (2) years related experience in Technical Services
• SQL querying mastery
• Proven ability to have candid conversations around business practices, system utilization, and product expectations
• Strong interpersonal and communication skills
• Strong computer and multi-tasking skills
• Ability to work cross-functionally and maintain exceptional cross-team communication
• Ability to train and teach others how to use product(s)
• Strong organizational skills
• Ability to work independently; take initiative
• Excellent time management skills with a proven ability to meet deadlines
• Able to maintain professionalism and act with integrity
• High school diploma or equivalent required. Bachelor’s Degree preferred

Preferred Education and Experience:

• Leadership experience preferred
• Bachelor’s Degree in Business, Computer Science or related field

Additional information

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, benefits, and great perks.

🏝 Flexible paid time off

⚕️ Affordable health, dental, and vision insurance options

💪 Monthly fitness reimbursement

🤑 401(k) matching

🍼 New-Parent Paid Leave

🏖 1-month paid sabbatical every 5 years

👖 Casual work environments

🏡 Remote work